Training for Public Service Reference Providers

The importance of interactions with users of a library’s reference services (online and in person) cannot be overstated. If the user has a good experience, she will be back when she has another question. A bad experience, and that’s the end of it. Library literature supports the idea that training of reference providers and setting standards of service is a crucial component in the process of bringing new staffers up to speed and making sure they are upholding the library’s service mission. Gather with other front-line reference providers and managers to discuss what reference training currently looks like and brainstorm new ideas for innovative training in the future.